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Senior Customer Success Manager, Caper

1 hour, 2 minutes ago
Canada
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Computer Vision CRM IoT Looker Salesforce SQL Tableau
Apply Now
instacart.careers

instacart.careers

Instacart is a leading grocery technology company in North America that works with grocers and retailers to transform how people shop. They partner with over 1,000 national, regional, and local retail banners to facilitate online shopping, delivery, an...

Internet Software & Services
1K-5K
View All Jobs 131

Description

  • Own a portfolio of enterprise retail accounts and build relationships that drive adoption, expansion, and renewals.
  • Serve as a strategic advisor to retail leaders on store operations, change management, and value realization.
  • Support end-to-end deployments from pilot design through regional or nationwide scale.
  • Partner with product, engineering, sales, and field operations to manage milestones, success metrics, and risks.
  • Maintain playbooks, health scoring, and QBR cadences to monitor account performance.
  • Forecast account health and surface customer insights that inform product roadmap priorities.
  • Lead resolution of cross-functional escalations involving hardware, software, and store operations.
  • Quantify ROI outcomes such as labor savings, throughput, and basket size and present them to stakeholders.
  • Support multi-year commercial strategy and expansion conversations.
  • Travel up to 30% for store visits, pilot support, and partner meetings.

Requirements

  • 6+ years of experience in Customer Success, Account Management, or Consulting for B2B technology.
  • 3+ years of experience supporting enterprise retail clients.
  • Proven track record managing executive relationships and renewals for strategic accounts with significant annual contract value.
  • Hands-on experience delivering or supporting in-store retail technology such as POS, computer vision, smart carts, self-checkout, or IoT across multiple locations.
  • Demonstrated success contributing to complex rollouts, including pilot support, change management, and store operations readiness.
  • Proficiency with CRM and customer success tools such as Salesforce and Gainsight.
  • Bachelor's degree in Business, Engineering, Operations, or a related field, or equivalent practical experience.
  • Willingness to travel up to 30% within North America.
  • Experience with AI/ML or computer vision products in a retail environment is preferred.
  • Analytical fluency with tools like Looker or Tableau and SQL proficiency is preferred.
  • Experience supporting pilot-to-50+ store deployments and enterprise change management is preferred.
  • Comfort presenting to Director-level stakeholders and contributing to renewals, SOWs, and expansion conversations is preferred.

Benefits

  • Flexible remote work across the U.S. and Canada under Instacart's Flex First model.
  • Highly market-competitive compensation.
  • Canadian base salary range of $124,000 to $159,500 CAD.
  • Eligible for a new hire equity grant.
  • Eligible for annual refresh equity grants.
  • Remote work policy with flexibility to choose where you do your best work.
  • Regular in-person events to stay connected and build community.

Interested in this position?

Apply directly on the company website

Apply Now

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